IT Service Management Specialist
1 week ago
Hire Resolve is seeking a highly skilled IT Service Management Administrator to join our team. As a key member of our IT organization, you will play a critical role in promoting and maintaining ITIL best practices and standardization throughout the company.
Key Responsibilities:- Customize the ITSM tool to align with organizational processes and ensure seamless integration with existing systems.
- Define and manage service-level agreements (SLAs) to meet business requirements and drive continuous improvement.
- Engage with ITSM vendors to maintain vendor relationships and ensure optimal tool performance.
- Implement and maintain change management processes, workflows, and required adjustments as needed to minimize disruptions.
- Collaborate with the Change Coordinator to process Change Management tasks, including reviewing and approving RFCs.
- Administer and maintain the ITSM service desk platform, ensuring timely and effective issue resolution.
- Configure workflows, automation rules, and service catalogue items to optimize service delivery and user experience.
- Ensure the CMDB is accurately managed and maintained, providing a single source of truth for IT assets and services.
- Contribute to ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and stakeholder engagement.
- Collaborate with cross-functional teams to define business requirements, resolve issues and requests, and provide expertise in the configuration and customization of ITSM modules.
- Define and review service measurements using metrics, including key performance indicators (KPIs), and generate quality reports to assess the effectiveness and value of the ITSM software.
- Assist in building and maintaining internal technical documentation, manuals, policies, and processes to ensure knowledge sharing and consistency.
- Extensive experience with ITSM software modules, including ITSM, Asset Management, ITOM, ITAM, CMDB, and discovery.
- Current knowledge of marketplace and technology changes relevant to ITSM tools, monitoring tools, and ITIL processes.
- Proven experience in administering, integrating, or rolling out ITSM software, with a strong ability to deliver projects independently.
- Ability to think and work innovatively, with a passion for learning new technologies and adopting new methodologies.
- Capacity to understand and make sense of complex and abstract solutions and processes.
- Fluent in reading, writing, and speaking English; additional languages are beneficial.
- Excellent verbal and written communication skills, essential for technical discussions with team members.
- Remote working
- Salary: Negotiable
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